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Community Management 101: Event Recap with Olivier Blanchard
On November 16, 2011, social media savant Olivier Blanchard graced the presence of more than 100 Minnesotan marketers to present the role of a community manager. He bequeathed his social prowess on topics like why a company should have a community manager, the qualities to look for when evaluating an applicant for this position, and how this role can play an important role to help strengthen a brand's communication strategy.
Here are some main points that he went over in his hour-long presentation, which took place at one of the epicenters of Minnesota business - General Mills headquarters.
What is a community manager?
A community manager is someone who serves as the liaison between a company and its customers. They operate in various social media spaces and blogs, and serve a vital role in an organization. They are the bridge that connects customers to your business and humanizes a brand.
Today, the community manager shoulders more responsibilities as they manage the digital reputation for the organization that they serve. A community manager role so it becomes a seamless extension of a brand's voice, moving beyond the "conversation" and "engagement" function into an important part of a successful customer lifecycle strategy.
Why do you need a community manager?
In short, community managers, as stated by Olivier, drive:
* Customer acquisition: Gaining new customers
* Customer development: Building better and more loyal consumers
* Customer retention: Keeping customers
Through daily interactions with the outside community, a community manager breeds awareness, value, and preference to potential and current customers.
What does a day-in-the-life of a community manager look like?
A community manager is a hat juggler with a mixed bag of responsibilities. They can increase velocity of market penetration, increase sales, fix public relations crises, and improve customer service through social media. In addition, they can monitor social channels to gauge changes in the market and support all relevant business functions in an organization.
What are some key traits of a community manager?
Whether you are a community manager, or are seeking to hire one, here are some key traits Olivier explained in his recent presentation. Community managers should be:
* Helpful
* Passionate
* Eager
* Lively
* Likeable
* Tactful
* Resourceful
Other desired skills include:
* Courage under fire
* Conflict resolution
* Leadership ability
* Business savvy
About Olivier Blanchard
As BrandBuilder Marketing‘s principal and senior strategist, Olivier helps companies develop, build, integrate, manage and measure social media. He also helps companies manage their reputations online and offline, and establish leadership in their markets.
About the Author: Allie Gray Freeland a MIMA volunteer, wrote this post. Allie serves as the Communication Manager at Rasmussen College where she manages the Rasmussen College Blog and supports the College’s public relations efforts. Check out her credentials.
Here are some main points that he went over in his hour-long presentation, which took place at one of the epicenters of Minnesota business - General Mills headquarters.
What is a community manager?
A community manager is someone who serves as the liaison between a company and its customers. They operate in various social media spaces and blogs, and serve a vital role in an organization. They are the bridge that connects customers to your business and humanizes a brand.
Today, the community manager shoulders more responsibilities as they manage the digital reputation for the organization that they serve. A community manager role so it becomes a seamless extension of a brand's voice, moving beyond the "conversation" and "engagement" function into an important part of a successful customer lifecycle strategy.
Why do you need a community manager?
In short, community managers, as stated by Olivier, drive:
* Customer acquisition: Gaining new customers
* Customer development: Building better and more loyal consumers
* Customer retention: Keeping customers
Through daily interactions with the outside community, a community manager breeds awareness, value, and preference to potential and current customers.
What does a day-in-the-life of a community manager look like?
A community manager is a hat juggler with a mixed bag of responsibilities. They can increase velocity of market penetration, increase sales, fix public relations crises, and improve customer service through social media. In addition, they can monitor social channels to gauge changes in the market and support all relevant business functions in an organization.
What are some key traits of a community manager?
Whether you are a community manager, or are seeking to hire one, here are some key traits Olivier explained in his recent presentation. Community managers should be:
* Helpful
* Passionate
* Eager
* Lively
* Likeable
* Tactful
* Resourceful
Other desired skills include:
* Courage under fire
* Conflict resolution
* Leadership ability
* Business savvy
About Olivier Blanchard
As BrandBuilder Marketing‘s principal and senior strategist, Olivier helps companies develop, build, integrate, manage and measure social media. He also helps companies manage their reputations online and offline, and establish leadership in their markets.
About the Author: Allie Gray Freeland a MIMA volunteer, wrote this post. Allie serves as the Communication Manager at Rasmussen College where she manages the Rasmussen College Blog and supports the College’s public relations efforts. Check out her credentials.
- Allie.Gray@rasmussen.edu's blog
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